UPPER intermediate

Upper Intermediate glossary

Unit 1 – Business or pleasure? long time no see /lɒŋ ˈtaɪm nəʊ ˌsiː/ (phrase) used when
you meet someone who you have not seen for a long time:
amicable /ˈæmɪkəb(ə)l/ (adjective) friendly and without A: Hi Mike, long time no see! B: Sandy! Wow, the last time
arguments: The relations between our two companies are I saw you must have been about six years ago.
amicable; everyone seems to like each other and there haven’t maintain /meɪnˈteɪn/ (verb [transitive]) to continue to
been any problems so far. communicate with someone and not allow a relationship
are you kidding? /ə(r) jʊ ˈkɪdɪŋ/ (phrase) used for saying to end: Corporate entertainment is a good way to build and
that you do not believe what someone is saying: A: I’ve maintain relationships with key clients.
got two tickets for the final if you’re interested. B: Are you make an impression /meɪk ən ɪmˈpreʃ(ə)n/ (phrase)
kidding? Of course I’m interested! to make other people notice and admire you: A: Have we
break off /breɪk ˈɒf/ (phrasal verb [intransitive/transitive]) met before? B: We have indeed, but I obviously failed to make
to stop doing something, especially speaking: I must much of an impression.
have said the wrong thing. One minute we were standing make /meɪk/ (verb [transitive]) to be able to be present at
there having a chat, and the next minute she broke off the a particular event: Clive said to tell you he won’t be able to
conversation and walked away. make Thursday’s meeting. He said he’d call you.
by the way /baɪ ðə ˈweɪ/ (phrase) used for saying that
no problem /ˌnəʊ ˈprɒbləm/ (phrase) used as a polite
a remark is not relevant to the main subject of your way of answering someone who has thanked you for
conversation: So that’s the last I heard about it. By the way, something, or said they are sorry for something:
did you remember to send that estimate to Clive? A: Thanks very much for all your help. B: No problem.
catch you later /kætʃ jə ˈleɪtə(r)/ (phrase) used for saying You would have done the same for me.
goodbye to someone when you expect to see them soon, people-oriented /ˈpiːp(ə)l ˌɔːrientɪd/ (adjective) mainly
or later the same day: A: I’ll be back in the afternoon. concerned with, or directed towards, other people: This is
B: Okay, catch you later. about making sure we show them a good time. Russians are
constraint /kənˈstreɪnt/ (noun [countable]) something very people-oriented, and this is an opportunity for us to build
that limits your freedom to do what you want: A lot of a good working relationship with them.
business people find that it’s easier to build relationships with pity /ˈpɪti/ (noun [uncountable]) used for saying that you
clients away from the constraints of the office environment. are disappointed about something: A: I missed last night’s
contradict /ˌkɒntrəˈdɪkt/ (verb [transitive]) to say that the soccer match. B: Pity. It was a great game.
opposite of what someone has said is true: He didn’t agree setting /ˈsetɪŋ/ (noun [countable]) the place where
with anything I said. Every time I spoke, he contradicted me. someone or something is, and all the things, people
converse /kənˈvɜː(r)s/ (verb [intransitive]) to have a or emotions that are part of that place: We don’t want
conversation: The ability to converse with others through to drag the group somewhere, only for them to be bored out
small talk can lead to big things. of their minds. We just need a pleasant setting to be able
cordial /ˈkɔː(r)diəl/ (adjective) friendly: I hope that after to socialize.
this disagreement we can sort things out and get back to the strained /streɪnd/ (adjective) not relaxed or friendly: After
cordial relations we used to have. Johann got the job that Steve wanted, relations between them
enthusiasm /ɪnˈθjuːziˌæzəm/ (noun [uncountable]) have been a bit strained to say the least.
the feeling of being very interested in something or that reminds me /ðæt rɪˈmaɪndz mi/ (phrase) used when
excited by it: When making small talk, it’s a good idea to someone has just said or done something that helps you
show enthusiasm. Ask lots of questions and make sure you to remember something: It was a very interesting speech.
listen carefully to the answers. That reminds me, there’s another conference next month.
go back /ɡəʊ ˈbæk/ (phrasal verb [transitive]) if two Do you think you can come?
people go back a particular period of time, they have too much of a good thing /tuː ˈmʌtʃ əv ə ɡʊd ˌθɪŋ/
known each other for that period of time: Ricardo and (phrase) so easily available, or used so often, that you
I go back a long way. We first worked together over twenty do not enjoy it any more: A: If I hear that song once more,
years ago. I think I’ll scream. B: I thought you liked it. A: Yeah, well, you
I hear /aɪ ˈhɪə(r)/ (phrase) used for introducing a subject can have too much of a good thing.
that you want to discuss with someone that someone else understand /ˌʌndə(r)ˈstænd/ (verb [transitive]) to believe
has told you about: I hear you’re quite a tennis fan. Do you that something is true because you have heard or read
prefer doubles or singles? it somewhere: I understand the Japanese are world table
incidentally /ˌɪnsɪˈdent(ə)li/ (adverb) used for adding tennis champions, or is it the Chinese?
related but less important information to what has just wonder /ˈwʌndə(r)/ (verb [intransitive/transitive]) to think
been said, or for suddenly introducing a new subject: about something because you want to know more facts
Oh, right. Thanks for telling me. Incidentally, have you still or details about it: We were just wondering what this pile of
got that CD I lent you? dirty laundry was doing in an art gallery.

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Unit 2 – Information exchange by what and how much people want to buy: This is truly
a market-driven product. We asked our customers what they
benchmark /ˈbentʃˌmɑː(r)k/ (verb [transitive]) to provide wanted, and this what they told us.
a standard that something can be judged by: They mindset /ˈmaɪn(d)ˌset/ (noun [countable]) a way of thinking
improved their performance by benchmarking themselves about things: A change of mindset means completely
against their main competitors’ standards. rethinking your attitude and approach to something.
buoyant /ˈbɔɪənt/ (adjective) if the economy or an aspect of
offload /ˌɒfˈləʊd/ (verb [transitive]) to get rid of something
the economy is buoyant, it is successful and seems likely that you do not want by giving or selling it to someone
to remain successful: With the market as buoyant as this, else: She’s the kind of boss who always tries to offload the
I think we can be optimistic about next year’s sales figures. nasty jobs onto her staff.
buzzword /ˈbʌzˌwɜː(r)d/ (noun [countable]) a word that
on the right track /ɒn ðə ˌraɪt ˈtræk/ (phrase) doing or
has become very popular, especially a word relating thinking the right things: We haven’t finalized the deal yet,
to a particular activity or subject: To be honest, I didn’t but I think we’re on the right track.
understand everything that was said in the meeting. They
paradigm shift /ˈpærədaɪm ˌʃɪft/ (noun [countable])
used a lot of buzzwords I hadn’t heard before.
a basic change in ideas or methods: There has been a
come off it /ˌkʌm ˈɒf ɪt/ (phrase) used for telling someone
paradigm shift in the way we operate, and a lot of the staff
that you do not believe them or that what they are saying are not happy with the new changes.
is stupid: Oh, come off it! There’s no way that plan will work!
postpone /pəʊsˈpəʊn/ (verb [transitive]) to decide that
consolidate /kənˈsɒlɪdeɪt/ (verb [transitive]) to make
something will not be done at the time when it was
the power, position or achievements you already have planned for, but at a later time: We need to make up our
stronger or more effective so that they are likely to minds about this today. We can’t keep postponing decisions
continue: With the economy the way it is, I think that now is like this, it’s just a waste of time.
the time to consolidate rather than expand our operations.
profit margin /ˈprɒfɪt ˌmɑː(r)dʒɪn/ (noun [countable])
consumer confidence /kənˈsjuːmə(r) ˌkɒnfɪd(ə)ns/
the difference between how much money you get when
(noun [uncountable]) people’s confidence in the economy, you sell something and how much it costs you to buy or
making them willing to spend money: I’m not sure that this make it: If we examine the profit margins, we can see that
is a good time to start thinking about launching a new range we’re not actually making as much money from these products
of products, there isn’t a lot of consumer confidence at the as we would hope to be. Although they are selling well, they
moment. are too expensive to make.
core competence /ˌkɔː(r) ˈkɒmpɪtəns/ (noun [countable])
reckon /ˈrekən/ (verb [intransitive/transitive]) to have
a skill or type of knowledge that makes an organization a particular opinion about someone or something:
especially good at doing some things and gives it an Well, I think it’ll work. What do you reckon?
advantage over other organizations: We need to get the
sidetrack /ˈsaɪdˌtræk/ (verb [transitive]) to delay the
message out about our core competencies, so that potential
progress of something by causing people to waste time on
clients can understand what it is that we do particularly well.
something else that is unimportant: We were making good
distribution channel /ˌdɪstrɪˈbjuːʃ(ə)n ˌtʃæn(ə)l/ (noun
progress until we got sidetracked by this new development
[countable]) the way that a company delivers a product or last week, and nothing has happened since then.
service to its customers: We aim to deliver to our customers
stand /stænd/ (verb [intransitive]) to have a particular
as quickly as possible, and we have put a lot of thought into
attitude or view about a person or subject: I think we’ll
the way our distribution channels operate.
have to find out where the marketing department stands on
drift /drɪft/ (verb [intransitive]) to move somewhere
this particular issue, before we make any more decisions.
slowly as though you do not know where you are going:
supply chain /səˈplaɪ ˌtʃeɪn/ (noun [countable]) a series
The conversation seems to have drifted a little while I was
of processes involved in supplying a product to someone:
away ... I can’t quite see where all this is heading.
The supply chain for something like coffee is actually very
empowerment /ɪmˈpaʊə(r)mənt/ (noun [uncountable])
complicated. There are a lot of different stages involved.
having more control over your life or more power to do
the bottom line /ðə ˈbɒtəm ˌlaɪn/ (noun [countable])
something: Empowerment gives employees the confidence
the most basic fact or issue in a situation: The bottom
and authority to take control of their jobs.
line is this: unless profits increase soon, we’re going to go out
fall short of /ˌfɔːl ˈʃɔː(r)t əv/ (phrase) to not reach a
of business.
particular level or to fail to achieve something that you
think outside the box /ˌθɪŋk ˌaʊtˈsaɪd ðə ˌbɒks/ (phrase)
were trying to do: I’m afraid to say that the project has fallen
to find new ways of doing things, especially of solving
short of our original expectations – sales have not been as
problems: Okay, we need a completely new way of looking at
good as we hoped.
this, so let’s think outside the box and see what we can come
go round in circles /ɡəʊ ˌraʊnd ɪn ˈsɜː(r)k(ə)lz/ (phrase)
up with.
to do something for a long time without achieving any
volatile /ˈvɒlətaɪl/ (adjective) a volatile situation can
results because you always return to the same problem
suddenly change or become more dangerous: Due to the
that you cannot solve: We don’t seem to be getting anywhere
volatile nature of the marketplace at the moment, I don’t think
with these negotiations. We just keep going round in circles.
we should make any large investments for the time being.
market-driven /ˈmɑː(r)kɪt ˌdrɪv(ə)n/ (adjective) controlled

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Unit 3 – Rapport Scenario A – Culture clash

accentuate /ækˈsentʃueɪt/ (verb [transitive]) to emphasize at our disposal /æt ˌaʊə(r) dɪˈspəʊz(ə)l/ (phrase) available
something or to make it more noticeable: Developing an for our use at any time: As a result of this merger, I am sure
awareness of how emotions can influence behaviour will allow that together we will be even stronger; with more resources
you to accentuate similarities between yourself and other and more expertise at our disposal.
people. blend in /blend ˈɪn/ (phrasal verb [intransitive]) if someone
body language /ˈbɒdi ˌlæŋɡwɪdʒ/ (noun [uncountable]) or something blends in, they are similar to the other
the movements or positions of your body that show other people, objects, buildings, etc around them, and so they
people what you are thinking or feeling: It’s a good idea to seem appropriate or you do not notice them: He’s really
adapt your body language to synchronize with the person you mastered the art of travel, he seems to blend in wherever
are dealing with. he goes.
common ground /ˌkɒmən ˈɡraʊnd/ (noun [uncountable]) count on /ˈkaʊnt ɒn/ (phrasal verb [transitive]) to depend
something that people can agree about, especially when on someone to do what you want or expect them to do for
they disagree about other things: We found some common you: I know I can count on you to give our new colleagues a
ground; we both come from large families. warm welcome.
compromise /ˈkɒmprəmaɪz/ (noun [countable/ fit in /fɪt ˈɪn/ (phrasal verb [transitive]) to have space for
uncountable]) a way of solving a problem or ending an someone or something: With so many new members of
argument in which both people or groups accept that they staff, it has been difficult to fit everyone in.
cannot have everything they want: The negotiations were get off on the wrong foot /ɡet ˌɒf ɒn ðə ˌrɒŋ ˈfʊt/ (phrase)
tough, but in the end we reached a compromise that everyone to immediately establish a bad relationship with someone
was reasonably happy with. when you first meet them or first start working with
dress down /dres ˈdaʊn/ (phrasal verb [intransitive]) them: I’m sorry, it seems we got off on the wrong foot. Can we
to wear clothes that are more informal than the clothes start again, and I’ll try to be more sensitive this time.
that you usually wear: In order not to look out of place, lobby /ˈlɒbi/ (verb [intransitive/transitive]) to try to
it might be a good idea to dress down when you are in a influence politicians or people in authority on a particular
technical or creative workplace. subject: A lot of the work we do is lobbying local and national
empathy /ˈempəθi/ (noun [uncountable]) the ability to government for tougher laws to control levels of pollution.
understand how someone feels because you can imagine not stand on ceremony /nɒt ˌstænd ɒn ˈserəməni/
what it is like to be them: If you can have empathy for (phrase) to behave in an informal way in a situation
someone else, you will be able to understand what makes where people might expect you to be formal: There’s no
them do the things they do. need to wear a suit and tie, we don’t stand on ceremony here.
eye-contact /ˈaɪ ˌkɒntækt/ (noun [uncountable]) suspend judgement /səˈspend ˌdʒʌdʒmənt/ (phrase) to
a situation in which two people look at each other’s delay making a decision about something until you know
eyes: I found it quite difficult to talk to him, he didn’t make more about it: In order to be culturally sensitive, you should
eye-contact once during the whole conversation. suspend judgement while observing and analyzing other
husky /ˈhʌski/ (adjective) a husky voice is deep and sounds cultures.
hoarse (as if you have a sore throat), often in an attractive sustainable /ˈsteɪnəb(ə)l/ (adjective) using methods that
way: I like listening to him speak, he has a deep husky voice do not harm the environment: GWA have over forty years
that is very pleasant to listen to. of experience of developing sustainable solutions to water,
mirror /ˈmɪrə(r)/ (verb [transitive]) to match or express the sanitation and hygiene problems.
qualities, features, or feelings of someone or something: synergy /ˈsɪnə(r)dʒi/ (noun [countable/uncountable])
Matching and mirroring the other person’s speech and the extra energy or effectiveness that people or businesses
behaviour is something that comes naturally to good create when they combine their efforts: Now that our two
communicators. companies have merged, the first of many synergies we hope to
set aside /ˌset əˈsaɪd/ (phrasal verb [transitive]) to keep or achieve will begin on Monday when GWA’s headquarters staff
save something from a larger amount or supply in order will be moving into our London office.
to use it later for a particular purpose: I know you have take a leaf out of someone’s book /teɪk ə ˌliːf aʊt əv
your differences, but for now you need to set those aside and ˈsʌmwʌnz ˌbʊk/ (phrase) to copy what someone else
focus on completing this task. does because they are successful at doing it: You should
sincere /sɪnˈsɪə(r)/ talking and acting in a way that shows take a leaf out of Simon’s book. He never makes the same
you really mean what you say and do: If you want to build mistake twice, and he always gets good results.
rapport with someone, it’s important to be sincere. People like the more the merrier /ðə ˈmɔː(r) ðə ˌmeriə(r)/ (phrase)
to know that you mean what you say. used for saying that you will be happy if more people
values /ˈvæljuːz/ (noun [plural]) the principles and beliefs come or take part in what you are doing: Why don’t you
that influence the behaviour and way of life of a particular bring along the rest of your team as well? The more the
group or community: Your clothes, hair, make-up, nails, merrier, I say.
jewellery, beard or tattoos all send messages about you and up and running /ˌʌp ən ˈrʌnɪŋ/ (phrase) starting to work
your values. correctly: Now that the testing phase is complete, we hope
the project will be up and running by the beginning of
next week.

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Unit 4 – Voice and visuals phenomenal /fəˈnɒmɪn(ə)l/ (adjective) extremely

impressive or surprising: He’s a phenomenal public speaker.
all-time /ˈɔːl taɪm/ (adjective) used for comparing someone Every time he gives a talk, the place is packed out.
or something with all the other people or things of the pick up /pɪk ˈʌp/ (phrasal verb [intransitive]) to improve:
same type that have ever existed: The share price reached We’re hoping that things will pick up in the next quarter.
an all-time high yesterday, I’ve never seen anything like it. This quarter has been terrible.
attention span /əˈtenʃ(ə)n spæn/ (noun [countable]) the
plateau /ˈplætəʊ/ (verb [intransitive]) to stop increasing
length of time that you can pay attention to one thing or improving after a period of development: It sold well at
without becoming bored or thinking about something first, but recently sales have plateau’d.
else: Try not to speak for too long. The attention span of the
plunge /plʌndʒ/ (verb [intransitive]) to fall quickly from
average audience member is only 15 minutes.
a high position: The share price suddenly plunged and the
bounce back /ˌbaʊns ˈbæk/ (phrasal verb [intransitive])
value of the company was almost wiped out.
if a market or price bounces back, it rises again after
reasonable /ˈriːz(ə)nəb(ə)l/ (adjective) fairly good,
falling: After a nervous start, the stock market bounced back
although not extremely good: There was a reasonable
and was up by the end of the day.
increase in sales after the advertising campaign was launched,
charismatic /ˌkærɪzˈmætɪk/ (adjective) a charismatic
but nothing spectacular.
person has a strong personal quality that makes other
reinforce /ˌriːɪnˈfɔː(r)s/ (verb [transitive]) to make an idea,
people like them and be attracted to them: I think the
belief or feeling stronger: Good visual aids can powerfully
reason why he’s such a popular speaker at these events is that
reinforce your message.
he’s so charismatic. People love watching him talk.
show business /ˈʃəʊ ˌbɪznəs/ (noun [uncountable])
considerable /kənˈsɪd(ə)rəb(ə)l/ (adjective) large in size,
the entertainment industry, including films, television,
amount, or degree: The media has shown a considerable
radio, theatre and music: According to some, ‘All business
amount of interest in the proposed merger.
is show business,’ and a number of companies have started to
disastrous /dɪˈzɑːstrəs/ (adjective) very unsuccessful:
put their staff through drama courses in an attempt to turn
Last week’s meeting was disastrous, we didn’t manage to them into better public speakers.
agree on a single thing.
significant /sɪɡˈnɪfɪkənt/ (adjective) very large or
draw attention to /ˌdrɔː əˈtenʃ(ə)n tə/ (phrase) to make
noticeable: Head office is very worried; there was a
someone notice something: I’d particularly like to draw significant decrease in the number of orders taken in the last
your attention to last year’s sales figures. As you can see from quarter.
the graph, sales remained steady throughout the year.
skyrocket /ˈskaɪˌrɒkɪt/ (verb [intransitive]) if an amount,
dry up /draɪ ˈʌp/ (phrasal verb [intransitive]) to stop being
value, or cost skyrockets, it rises quickly to a very high
available: The market for this kind of equipment dried up level: After the first TV advertising campaign that we did,
years ago. All it’s good for now is the scrapheap. sales skyrocketed.
encouraging /ɪnˈkʌrɪdʒɪŋ/ (adjective) giving you
slight /slaɪt/ (adjective) small in size, amount or degree:
confidence or hope: There have been some encouraging Although there was a slight increase in sales last year,
signs recently that the market might be improving. There’s a it wasn’t enough for us to continue selling this particular line.
good feeling out there, which is very different from this time
stationary /ˈsteɪʃ(ə)n(ə)ri/ (adjective) not moving: By close
last year.
of trade the software market was almost stationary.
for the taking /fə(r) ðə ˈteɪkɪŋ/ (phrase) available if you
tenfold /ˈtenˌfəʊld/ (adverb) in a way that increases by ten:
want it: I really think we should expand our operations.
It seems incredible, I know, but sales have actually increased
There’s a whole market in Eastern Europe just there for
tenfold since we started selling the new range.
the taking.
unimpressive /ˌʌnɪmˈpresɪv/ (adjective) not very good:
halve /hɑːv/ (verb [intransitive]) to be reduced to half the
A 25% success rate is unimpressive, to say the least.
original size, number, or amount: The number of people
who work in this department has almost halved over the last
three years. It’s so much quieter in the office than it used to be. Unit 5 – Problems on the
hit rock bottom /hɪt ˌrɒk ˈbɒtəm/ (phrase) to reach the
lowest possible level: The company’s shares hit rock bottom phone
at the end of last year, but since then we have got a new CEO abrupt /əˈbrʌpt/ (adjective) behaving or speaking in a
and things have improved a great deal. way that seems rude to other people because you do not
outnumber /ˌaʊtˈnʌmbə(r)/ (verb [transitive]) if one group take the time to be friendly: When ending a telephone
outnumbers another, there are more in the first group conversation, the trick is not to seem too abrupt.
than in the second: It was a difficult meeting. I tried to state break up /breɪk ˈʌp/ (phrasal verb [intransitive]) if the
our case but I was outnumbered by people who disagreed with sound on a radio or mobile phone breaks up, you can
our new proposals. no longer hear the person who is speaking on it: Geoff?
paradoxically /ˌpærəˈdɒksɪkli/ (adverb) used for saying You’re breaking up. Are you on your mobile? I can’t hear you!
that something is strange because it is the opposite of compensation /ˌkɒmpənˈseɪʃ(ə)n/ (noun [uncountable])
what you expect: Much of leadership is acting. Not faking it, money that someone receives because something bad
but taking on a role. Paradoxically, the acting makes it real. has happened to them: I’ll be expecting a total refund and
compensation if this can’t be fixed!

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consequently /ˈkɒnsɪkwəntli/ (adverb) as a result: This is rushed off your feet /ˌrʌʃt ɒf jə(r) ˈfiːt/ (phrase)
not the first time you have let me down. Consequently, we very busy: I’d love to help, honestly, but I’m rushed off my
shall have to discuss this matter when your probationary feet. Why don’t you ask someone else to do it for you?
period ends. short-staffed /ˌʃɔː(r)t ˈstɑːft/ (adjective) without enough
customer services /ˌkʌstəmə(r) ˈsɜː(r)vɪsɪz/ (noun workers: We’re really short-staffed at the moment, but as it’s
[uncountable]) the department of a company that an important project I’ll see if I can find someone to work with
provides customers with information and deals with any you on this.
problems or complaints that they have: You have reached slip your mind /ˌslɪp jə(r) ˈmaɪnd/ (phrase) if something
the customer services department. All our customer service slips your mind/memory, you forget to do it: I’m sorry,
advisors are busy right now. Please hold and your enquiry will I meant to do it but it completely slipped my mind.
be dealt with shortly. snowed under /ˌsnəʊd ˈʌndə(r)/ (phrase) with too much
defective /dɪˈfektɪv/ (adjective) not made correctly, or not work to deal with: Could some else handle this, please? We’re
working correctly: I’ve just tried out three of the promotional snowed under at the moment.
DVDs and two were defective – they wouldn’t play at all. tactful /ˈtæk(t)f(ə)l/ (adjective) someone who is tactful is
determination /dɪˌtɜː(r)mɪˈneɪʃ(ə)n/ (noun [uncountable]) very careful in the way that they speak and behave so that
the refusal to let anything prevent you from doing they do not upset other people: It’s important to try and
what you have decided to do: Up to two hours every day find a tactful way of bringing the conversation round to the
are wasted in small talk on the phone. And great skill and subject of business.
determination are needed to escape the deadly game of social time flies /ˌtaɪm ˈflaɪz/ (phrase) used for saying that time
chit-chat. seems to be passing very quickly: I haven’t seen you for
dispatch rider /dɪˈspætʃ ˌraɪdə(r)/ (noun [countable]) years – how time flies!
someone whose job is to deliver documents or parcels by up to your neck /ˌʌp tə jə(r) ˈnek/ (phrase) involved in a
motorcycle: If a fax is no good, I think we should send the difficult situation, or with more work to do than you can
documents by dispatch rider. deal with: I’m up to my neck in it here. I’ve got a deadline
flat out /ˈflæt ˌaʊt/ (phrase) as quickly or with as much coming up, and I’ve just been given a lot more work to do.
effort as possible: I’ve been working flat out for weeks, and what’s up? /ˌwɒts ˈʌp/ (phrase) used for asking what is
now I’m exhausted. wrong: A: Could someone help me, please. B: Sure. What’s up?
hurry up /hʌri ˈʌp/ (phrasal verb [intransitive]) used for
telling someone to do something more quickly: Hurry up!
If we don’t leave soon, we’ll miss the flight. Unit 6 – Leading meetings
in one piece /ɪn ˌwʌn ˈpiːs/ (phrase) not badly damaged acquire /əˈkwaɪə(r)/ (verb [transitive]) to get something,
or injured: Most of the equipment was damaged in transit. for example by buying it or being given it: We acquired this
I’m just about the only thing that arrived here in one piece! company so that we could have a subsidiary with an existing
mess /mes/ (noun [singular]) a difficult situation with a client base in the Middle East.
lot of problems, especially because people have made base rate /ˈbeɪs reɪt/ (noun [countable]) the rate of
mistakes: I’m in a bit of mess here and I need your help. I left interest that banks use to calculate how much interest to
the file with all the documents for this afternoon’s meeting on charge on money they lend to their customers: There are
the train. fears that another rise in base rates will badly affect the
preoccupied /priˈɒkjʊpaɪd/ (adjective) thinking about housing market.
something so much or spending so much time doing buy into /baɪ ˈɪntə/ (phrasal verb [transitive]) to buy part
something that you do not notice other things or cannot of a business, especially in order to get control of it: If we
think about other things: I understand that you have been keep expanding like this, we’ll be able to start buying into
preoccupied with other matters and may not even have made other companies soon.
a start yet, although I hope that this is not the case. consensus /kənˈsensəs/ (noun [uncountable]) agreement
put in a good word /pʊt ˌɪn ə ˌɡʊd ˈwɜː(r)d/ (phrase) among all the people involved: We didn’t reach a final
to tell someone about the good qualities that a particular decision today, but I’m hopeful that further talks will help us
person has, usually in order to get an advantage for that to reach a consensus.
person: I’m good friends with the managing director actually. crackdown /ˈkrækˌdaʊn/ (noun [countable]) strong action
Would you like me to put in a good word for you? that someone in authority takes to stop a particular
retrieve /rɪˈtriːv/ (verb [transitive]) to find information activity: After a lot of negative attention on the issue in
that is stored in a computer in order to use it again: Now, the media, the government implemented a crackdown on
I don’t think we can deal with this on the phone, so I’m going corporate tax evasion.
to send a service engineer to see if they can retrieve your data. deliberate /dɪˈlɪbəreɪt/ (verb [intransitive/transitive])
ring off /rɪŋ ˈɒf/ (phrasal verb [intransitive]) to finish a to think about or discuss something very carefully,
phone call: Okay, well my meeting’s about to start so I’ll have especially before you make an important decision:
to ring off. But it was good to speak to you. We presented the facts as we knew them and left it to the
running low /ˌrʌnɪŋ ˈləʊ/ (phrase) if something is running heads of department to deliberate over the final decision.
low or if you are running low on something, there is not
much of it left: I forgot to charge my phone last night, and
now it’s running low on batteries.

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diplomacy /dɪˈpləʊməsi/ (noun [uncountable]) the ability outsource /ˈaʊtˌsɔː(r)s/ (verb [intransitive/transitive])
to deal with people in a sensitive way that does not upset to give work to people from outside your company,
or offend them: Jack has a lot of experience, but he isn’t very usually by a freelancer or a company that is expert in that
good when it comes to diplomacy. He has a habit of offending type of work: We don’t have anyone in-house who can do this
clients. kind of thing, so we’ll have to outsource it.
empower /ɪmˈpaʊə(r)/ (verb [transitive]) to give someone rationalize /ˈræʃ(ə)nəlaɪz/ (verb [intransitive/transitive])
more control over their life or more power to do to make an organization more effective, for example by
something: We want to empower the workforce. That means getting rid of some staff: The consultant’s main suggestion
we give training and development top priority. was that we rationalize the departments by making a quarter
establish /ɪˈstæblɪʃ/ (verb [transitive]) to start an of the workforce redundant.
organization or company: The company was established stakeholder /ˈsteɪkˌhəʊldə(r)/ (noun [countable])
in 1868, and has grown from a small family business to a someone who has an interest in the success of a plan,
multinational corporation with thousands of employees. system or organization, for example a worker in a
fill in /fɪl ˈɪn/ (phrasal verb [transitive]) to give someone company or the parent of a child at a school: A company’s
details about something: Dietmar is going to fill us in on chief responsibility used to be to its shareholders, but these
what’s been happening in the German office. days we prefer to talk about stakeholders – not just the people
flotation /fləʊˈteɪʃ(ə)n/ (noun [countable/uncountable]) with a financial stake in the company, but everyone who has
the sale of shares in a company for the first time: an interest in the way it’s run.
The company is planning a $60 million flotation on the New steamline /ˈstriːmˌlaɪn/ (verb [transitive]) to improve
York stock exchange. a business, organization, process, etc by making it
hidden agenda /ˌhɪd(ə)n əˈdʒendə/ (noun [countable]) more modern or simple: I think we should streamline
a secret reason for doing something, because you will the company, so that we can be more flexible and adapt to
get an advantage from it: To be honest, I would rather Tom changes in the market more quickly.
doesn’t attend tomorrow’s meeting. I think he has a hidden tip /tɪp/ (verb [transitive]) to say who you think will get
agenda, and I don’t trust him. a particular job or be successful at something: The CEO
hierarchy /ˈhaɪəˌrɑː(r)ki/ (noun [countable]) the group of is due to step down at next month’s AGM, and everyone is
people who control an organization: A big change in the tipping the COO to replace her.
organization of this company is that we now have a much top /tɒp/ (verb [transitive]) to be larger than a particular
flatter structure, instead of the old hierarchy. amount: There are rumours that the company will announce
hit /hɪt/ (verb) to have a bad effect on someone or record fourth-quarter earnings that are expected to top £90m.
something: It’s true that we were badly hit by the economic troublemaker /ˈtrʌb(ə)lˌmeɪkə(r)/ (noun [countable])
downturn, but things are now starting to pick up and business someone who causes problems, often by being violent or
is looking good. by making others argue or not obey people in authority:
in-house /ɪn ˈhaʊs/ (adjective) done, working or happening When it comes to troublemakers, it’s important to identify
inside a company or organization: Rather than relying on them quickly and make sure they know what the rules are.
freelancers, I think we should do as much of this project as upswing /ˈʌpˌswɪŋ/ (noun [countable]) an increase or
possible in-house. We’ve got the skills, so let’s use them. improvement in something: Thanks to the positive publicity
inadequate /ɪnˈædɪkwət/ (adjective) not enough, or not we have been getting, there has been an upswing in interest in
good enough for a particular purpose: Basically, I think all of our products.
the presentation was a failure because there was inadequate windfall /ˈwɪn(d)ˌfɔːl/ (noun [countable]) an amount
preparation. We weren’t ready, and it showed. of money that you get when you are not expecting it,
liquidate /ˈlɪkwɪdeɪt/ (verb [intransitive/transitive]) especially a large amount: I am delighted to announce that
to close a business and sell everything that it owns, this year has been a great success, with continued expansion
usually in order to pay money that is owed: I’m afraid to and windfall profits.
say that we can no longer continue to run the business in the
current economic climate. The company will be liquidated and
everyone will be made redundant. Unit 7 – Coaching
mingle /ˈmɪŋɡ(ə)l/ (verb [intransitive]) to move around burn-out /ˈbɜː(r)naʊt/ (noun [uncountable]) if you have
and talk to a lot of people, especially at a social event: burn-out, you are ill or unable to continue working because
Some companies have weekly ‘stand-up meetings’. Everyone you have worked too hard: Problems such as stress and
stands, mingles and chats about the latest developments burn-out may be something that a coach can help you with.
within the company. career-wise /kəˈrɪə(r)waɪz/ (adverb) speaking of, or
offshore /ˌɒfˈʃɔː(r)/ (adjective) an offshore bank or referring to a job or a profession that you spend a lot of
company is not in your own country, but in a country your working life in: Having a wide range of professional
where you pay less tax: The company got in trouble for and personal skills is what makes the difference career-wise.
having too many offshore interests. facilitate /fəˈsɪləteɪt/ (verb [transitive]) to make it possible
or easier for something to happen: One of the things that
coaches do is facilitate a commitment to goals, helping you to
understand exactly what your objectives are.

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guru /ˈɡʊruː/ (noun [countable]) someone who other hard /hɑː(r)d/ (adjective) unkind, or cruel: She’s very upset.
people respect and go to for advice about a particular Don’t you think you’re being a little hard on her?
subject: According to emotional intelligence guru Daniel iron out /ˌaɪə(r)n ˈaʊt/ (phrasal verb [transitive]) to deal
Goleman, expertise in a professional field is no longer successfully with a disagreement or problem, especially
sufficient to guarantee success in your career. by removing the last remaining difficulties: I really
hang-up /ˈhæŋʌp/ (noun [countable]) something that you think we should iron out these problems before tomorrow’s
are worried or embarrassed about, especially something presentation.
that is not very important: Personal hang-ups, difficulties look through /lʊk ˈθruː/ (phrasal verb [transitive]) to read
at home and negative past experiences are not the business something quickly, especially to find the information you
of coaching, which tends to focus on professional need: Here are the notes, you might want to look through
self-development. them before the presentation begins.
hold-up /ˈhəʊldʌp/ (noun [countable]) a short delay: We secure /sɪˈkjʊə(r)/ (verb [transitive]) to get or achieve
need to get this prototype completed on schedule; there’s no something important: Obviously a successful presentation
more room for hold-ups. could be really influential in securing funding for the future of
impart /ɪmˈpɑː(r)t/ (verb [transitive]) to give something the project.
such as information, knowledge or beliefs to someone: I’m short notice /ˌʃɔː(r)t ˈnəʊtɪs/ (phrase) without being
here to impart some of my knowledge onto you. given much warning before something happens: I’m sorry
intuition /ˌɪntjuˈɪʃ(ə)n/ (noun [uncountable]) an ability to it’s short notice, but I’d like you to make a presentation at
know or understand something through your feelings, tomorrow’s meeting.
rather than by considering facts or evidence: I’m not slide /slaɪd/ (noun [countable]) a part of a visual aid to a
going to tell you what to do. Instead, I want you to use your presentation with supporting information on it: I just
intuition. wonder whether we have too many slides?
obstacle /ˈɒbstək(ə)l/ (noun [countable]) a difficulty or
problem that prevents you from achieving something:
In today’s session, we’re going to look at how to meet future Unit 8 – Promoting your ideas
goals and overcome present obstacles at work. break down /breɪk ˈdaʊn/ (phrasal verb [intransitive]) if a
paramount /ˈpærəmaʊnt/ (adjective) more important machine or vehicle breaks down, it stops working: In the
than all other things: It goes without saying that building last presentation I did, the projector broke down, and then the
a good relationship with the other members in your team is mic went funny as well. It was a disaster!
paramount. come across /kʌm əˈkrɒs/ (phrasal verb [intransitive])
soft skill /ˌsɒft ˈskɪl/ (noun [countable]) a personality if someone or something comes across in a particular way,
trait that characterizes your relationships with other you have a particular opinion of them when you meet
people: It’s not just professional expertise that’s important them or see them: As a public speaker, what matters is how
these days, you also need to develop your soft skills, such as you come across as a person.
intercultural awareness and problem solving. common denominator /ˌkɒmən dɪˈnɒmɪˌneɪtə(r)/ (noun
transition /trænˈzɪʃ(ə)n/ (verb [intransitive]) to change [countable]) a feature that everyone or everything in a
from one situation to another: If you are transitioning to particular group has: The common denominator of their
a new role in your company, you might find that you need to failures was that every one of them lacked a champion,
develop new skills. someone who could turn the idea into a reality.
wisdom /ˈwɪzdəm/ (noun [uncountable]) the ability to do without /ˌduː wɪðˈaʊt/ (phrasal verb [intransitive/
make good decisions based on knowledge and experience: transitive]) to succeed in living or working without
A mentor is there to offer advice and pass on some of their someone or something: The one thing you can’t do without
own hard-earned wisdom. is a sense of humour. It’s absolutely essential.
dry up /draɪ ˈʌp/ (phrasal verb [intransitive]) to stop
talking because you do not know what to say: There’s a
Scenario B – Coach crash part of me that’s scared that I might just dry up completely,
constructive /kənˈstrʌktɪv/ (adjective) intended to be like when your mind goes completely blank.
useful or helpful: I really like my boss. He’s a good listener, enthusiastic /ɪnˌθjuːziˈæstɪk/ (adjective) very interested in
and he always makes constructive comments about my work. something or excited by it: By the end of this presentation,
diplomatic /ˌdɪpləˈmætɪk/ (adjective) able to deal with we’re sure that you will be as enthusiastic about this idea as
people in a sensitive way that does not upset or offend we are.
them: He’s quite sensitive, so I think you should try to be fire away /ˌfaɪə(r) əˈweɪ/ (phrasal verb [intransitive])
diplomatic when giving him feedback. used for giving someone permission to ask a question:
dry run /ˈdraɪ rʌn/ (noun [countable]) something that you We’ll take your questions now. So fire away!
do as a practice for an important event: I know you’re a bit go down /ɡəʊ ˈdaʊn/ (phrasal verb [intransitive])
nervous, so let’s do a dry run the day before the presentation. to produce a particular reaction: Anecdotes and amusing
expenditure /ɪkˈspendɪtʃə(r)/ (noun [countable/ stories seem to go down well.
uncountable]) money spent by a government, go for /ˈɡəʊ fə(r)/ (phrasal verb [transitive]) to choose to
organization or person: In this presentation I will be do something in a particular way: A lot of people go for
comparing our budgets and expenditure in the past, present humour in their presentations.
and future.
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green light /ɡriːn laɪt/ (noun [countable]) official approval turn to jelly /ˌtɜː(r)n tə ˈdʒeli/ (phrase) if your legs or
for something to be done: All we need now is the green light another part of your body turn to jelly, they suddenly feel
from you so we can take things further. very weak because you are nervous or frightened: Fear
interdepartmental /ˌɪntə(r)ˌdiːpɑː(r)tˈment(ə)l/ (adjective) is an absolute killer in a presentation. Your mouth goes dry.
involving people from different departments within an Your legs turn to jelly.
organization or institution: It has been decided that an universal /ˌjuːnɪˈvɜː(r)s(ə)l/ (adjective) involving all the
interdepartmental meeting will be held every month so that members of a group or society: We believe that this product
heads of department can be brought up to date on recent is so innovative that it is the perfect solution to a universal
developments. problem.
keep up /kiːp ˈʌp/ (phrasal verb [transitive]) to continue
to do something: You have to keep up a certain level of
formality when you are giving a presentation. Unit 9 – Relationship-building
maturity /məˈtʃʊərəti/ (noun [uncountable]) full growth, alliance /əˈlaɪəns/ (noun [countable/uncountable])
or completed development: Ideas are like insects – many are an arrangement between two or more people, groups
born, but few live to maturity. or countries by which they agree to work together to
obvious /ˈɒbviəs/ (adjective) clear to almost anyone: achieve something: If all goes to plan, by the end of the boat
The main selling points of the product are obvious: it’s cheap trip, alliances will have been forged and bonds strengthened.
and long-lasting. background /ˈbækˌɡraʊnd/ (noun [uncountable]) a place
pace /peɪs/ (verb [intransitive/transitive]) to walk with or situation in which people do not notice you: At parties,
regular steps around a small area, because you are he always stays in the background and waits to be introduced.
worried, nervous or impatient: People have told me that break the ice /ˌbreɪk ði ˈaɪs/ (phrase) to do or say
I move around too much when I speak in public – that I pace something that makes people feel less shy or nervous in a
up and down and move my arms about. social situation: Telling a joke is a good way to break the ice
penetrate /ˈpenəˌtreɪt/ (verb [transitive]) to reach or affect at social occasions.
something such as a part of society: It represents a great bump into /bʌmp ˈɪntə/ (phrasal verb [transitive]) to meet
opportunity for us to extend our brand and penetrate a new someone unexpectedly: I bumped into Mike the other day.
market. I hadn’t seen him in years.
player /ˈpleɪə(r)/ (noun [countable]) a person or catch up /kætʃ ˈʌp/ (phrasal verb [intransitive]) to talk to
organization that influences a situation, especially in someone you have not seen for some time and find out
business or politics: As one of the major players in this what they have been doing: I spent the evening catching up
industry, we are constantly looking for ways to stay ahead with old friends. It was great to see them after so many years.
of the competition. charter /ˈtʃɑː(r)tə(r)/ (verb [transitive]) to hire a boat,
resemble /rɪˈzemb(ə)l/ (verb [transitive]) to be similar to plane or bus, especially for use by a group of people:
someone or something, especially in appearance: Because Picture the scene: open water, no land in sight, the sound of
they closely resemble entrepreneurs, we call the people who water gently lapping against the side of the executive yacht
turn ideas into realities ‘intrapreneurs’. your company has chartered for the day.
run out of /rʌn ˈaʊt əv/ (phrasal verb [intransitive]) to use chit-chat /ˈtʃɪt ˌtʃæt/ (noun [uncountable]) friendly
all of something and not have any left: I always seem to conversation about things that are not very important:
run out of time and then have to rush the end of the talk. He speaks very good English, and he’s happy to talk about
run over /rʌn ˈəʊvə(r)/ (phrasal verb [intransitive]) work, but he’s not very keen on social chit-chat.
to continue for longer than planned: I find that audiences cliché /ˈkliːʃeɪ/ (noun [countable]) a phrase or idea that
hate it when speakers go on for too long and the presentation is boring because people use it a lot and it is no longer
runs over. original: It’s a cliché, but it’s true: ‘You never get a second
show off /ʃəʊ ˈɒf/ (phrasal verb [intransitive]) to behave chance to make a first impression’.
in a way that is intended to attract people’s attention and competitiveness /kəmˈpetətɪvnəs/ (noun [uncountable])
make them admire you: Don’t be too techie, or the audience the quality of trying to be more successful than other
will think you’re showing off. people: Competing with the boss outside the workplace is an
speed up /spiːd ˈʌp/ (phrasal verb [intransitive]) to move ancient ritual designed to test your thinking, competitiveness
or happen faster: Every time I have to speak in public, I get and ability to fit in.
so nervous that my heart speeds up. enlightenment /ɪnˈlaɪt(ə)nmənt/ (noun [uncountable])
staggering /ˈstæɡərɪŋ/ (adjective) extremely surprising: the process of explaining or understanding something
Let me show you some figures that will surprise you ... clearly: In an age of health and enlightenment, golf has
I’m sure you’ll agree that these are staggering statistics. replaced the business lunch as the preferred vehicle for
switch off /swɪtʃ ˈɒf/ (phrasal verb [intransitive]) to sealing deals.
stop listening to someone, or to stop thinking about humility /hjuːˈmɪləti/ (noun [uncountable]) a way of
something: If you don’t speak clearly, the audience may behaving that shows that you do not think that you are
switch off altogether. better or more important than other people: Often, in
negotiation, humility is a valuable trait to display.

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ignore /ɪɡˈnɔː(r)/ (verb [transitive]) to pretend that you social butterfly /ˌsəʊʃ(ə)l ˈbʌtə(r)ˌflaɪ/ (noun [countable])
have not noticed someone or something: He just spoke to an outgoing person who likes to attend parties and
the new boss all night. He completely ignored everyone else at other social gatherings: If you’re meeting a lot of people at
the party. the same event, it’s easy just to drift around from group to
keep your distance /ˌkiːp jə(r) ˈdɪstəns/ (phrase) to avoid group and never really make contact, like some kind of social
going near someone or something: Whenever the CEO butterfly.
comes down to our department, I prefer to just give her a talk shop /tɔːk ˈʃɒp/ (phrase) to talk about your work,
polite nod and keep my distance. especially in a way that is boring for other people:
let your hair down /ˌlet jə(r) ˈheə(r) ˌdaʊn/ (phrase) Whenever I meet up with colleagues after work, we usually
to relax and enjoy yourself because you are in a just talk shop.
comfortable environment: I can never really let my hair
down when I’m socializing with colleagues.
limp /lɪmp/ (adjective) not firm, stiff or strong: Bitten Unit 10 – Making decisions
fingernails are a no-no for me. Or a limp handshake. The wet a smart move /ə ˌsmɑː(r)t ˈmuːv/ (phrase) an action or
fish! Absolute turn off. change of job that helps you to be successful in your
lounge around /ˌlaʊndʒ əˈraʊnd/ (phrasal verb career: Leaving the company when you did was a smart move.
[intransitive]) to spend time relaxing or doing nothing It seems as though your new job has given you a lot more
when you should be doing something: In Finland, they’ll opportunities.
lounge around with you in the sauna, no problem! But they best bet /ˈbest ˌbet/ (phrase) the thing or action that gives
don’t give much away personally. the best chance of a successful result: If you are faced with
make a move /ˌmeɪk ə ˈmuːv/ (phrase) to begin to leave a a lion, your best bet is to shout and flap your coat to make
place: Well, I really ought to be making a move, but it was nice yourself look bigger and fiercer than you really are.
talking to you. boom /buːm/ (verb [intransitive]) if a country, region
make the effort /ˌmeɪk ði ˈefə(r)t/ (phrase) to do or industry is booming, it is experiencing a period
something even though you do not want to or you find it of economic success, with a lot of trade and business
difficult: Jane and I don’t really get on, but I feel I should go activity: The market is experiencing a boom at the moment,
over there and make the effort to talk to her. which has been great for business.
oblige /əˈblaɪdʒ/ (verb [transitive]) to force someone to do boycott /ˈbɔɪˌkɒt/ (noun [countable]) the act of not taking
something because it is the law, a rule or a duty: I always part in an event, or not buying or using something as a
feel obliged to introduce everyone to each other at these sorts protest: After the news story broke about working conditions
of occasions. in some of the factories, there was a consumer boycott of all
preliminary /priˈlɪmɪn(ə)ri/ (noun [countable]) coming their products.
before the main or most important part of something: brand awareness /ˌbrænd əˈweə(r)nəs/ (noun
Let’s cut the preliminaries and get straight to the point, [uncountable]) knowledge or understanding of a product
shall we? or group of products that has its own name and is made
pretend /prɪˈtend/ (verb [intransitive/transitive]) by one particular company: A logo that is easily recognizable
to behave in a particular way because you want someone and a catchy slogan will help us to build brand awareness.
to believe that something is true when it is not: Oh no, depressed /dɪˈprest/ (adjective) a depressed area, industry
there’s Jeremy! Quick, look the other way and pretend you or economy does not have enough business, employment
haven’t seen him. or money: It’s been a depressed market for a while now, there
scale back /skeɪl ˈbæk/ (phrasal verb [transitive]) to make are still far more sellers than buyers.
something smaller in size, amount, etc than it used to distribution channel /ˌdɪstrɪˌbjuːʃ(ə)n ˈtʃæn(ə)l/ (noun
be: When playing tennis with your boss, you might consider [countable]) the way that a company delivers a product or
scaling back your 160 kph serve, if only because you want service to its customers: Our wholesalers, retailers and sales
everyone to have a good time. reps are all crucial aspects of our distribution channels.
schmooze /ʃmuːz/ (verb [intransitive]) to talk with dominate /ˈdɒmɪneɪt/ (verb [intransitive/transitive])
someone in a friendly and informal way, often with to control something or someone, often in a negative way,
the intention of gaining an advantage or of persuading because you have more power or influence: Our aim is to
them to do something that you want: In my experience, be in a position where we dominate the market within the
Americans are more into the schmoozing thing. They’re always next five years.
very easy to talk to. fifty-fifty /ˈfɪfti ˌfɪfti/ (adjective) equal, or into two equal
seal the deal /ˌsiːl ðə ˈdiːl/ (phrase) to make a victory, deal parts: If you look like more trouble than you’re worth, there’s
or agreement certain or complete: Whether you are trying a fifty-fifty chance the lion will back away.
to attract potential clients or keep existing ones, a trip on a gut instinct /ˌɡʌt ˈɪnstɪŋkt/ (phrase) a feeling that you are
luxury yacht may help to seal the deal! certain is right, although you can give no good reason
why: Well, in the absence of any more reliable data, I think
I’m going to have to go with my gut instinct on this one.

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hover /ˈhɒvə(r)/ (verb [intransitive]) if something hovers, succumb /səˈkʌm/ (verb [intransitive]) to lose your ability
it keeps itself in the same position in the air: He’s really to fight against someone or something, and to allow them
worried. He’s got the threat of redundancy hovering over to control or persuade you: We kept the business going for
his head. as long as we could, but eventually we had to succumb to the
insider trading /ˌɪnˌsaɪdə(r) ˈtreɪdɪŋ/ (noun [uncountable]) inevitable. We closed our last shop last month.
the crime of buying or selling shares in a company using thrive /θraɪv/ (verb [intransitive]) to become very
information that is available only to people working successful, happy or healthy: When the economy is
within that company: Three brokers were arrested for insider thriving, there are a lot more opportunities for small start-up
trading last week. businesses to do well.
lurk /lɜː(r)k/ (verb [intransitive]) if something lurks, it is unanimously /juːˈnænɪməsli/ (adverb) something that you
likely to threaten, harm, or upset you: You have to be do unanimously is done with everyone’s agreement and
careful in this business. You never know what’s lurking around support: I need everyone’s support on this, the board will
the corner. only listen to me if we unanimously agree.
market forces /ˌmɑː(r)kɪt ˈfɔː(r)sɪz/ (noun [plural]) unpredictable /ˌʌnprɪˈdɪktəb(ə)l/ (adjective) changing
the economic influences that affect prices, salaries, and often, in a way that is impossible to prepare for: With the
the number of jobs available and are not controlled by the economy being so unpredictable, it’s difficult for us to make
government: The unemployment rate is just one thing that any large orders.
can be affected by market forces.
niche market /ˈniːʃ ˌmɑː(r)kɪt/ (noun [countable]) the part
of an industry that sells a particular type of product or Unit 11 – Stress
service to the small number of customers who want it: contagious /kənˈteɪdʒəs/ (adjective) a contagious feeling
It’s true that our products are for a niche market. But as long or idea spreads quickly from one person or place to
as we can keep the quality high, I think we’ll see a lot of another: Stress is contagious; it can easily spread from one
repeat customers, and that should help us to stay ahead. person to another.
outclass /ˌaʊtˈklɑːs/ (verb [transitive]) to be much better distress /dɪˈstres/ (noun [uncountable]) a feeling that
than someone or something else: I thought I was a pretty you have when you are very unhappy, worried or upset:
good golfer until I played Tomoko. She won easily, and I was A colleague’s distress can quickly ruin your own day.
completely outclassed. elicit /ɪˈlɪsɪt/ (verb [transitive]) to manage to get
pool /puːl/ (verb [transitive]) to share something such as information from someone: Ask neutral, open questions to
money, ideas, equipment, etc with a group of people, elicit the cause of their distress.
especially so that they can work more effectively together: empathize /ˈempəθaɪz/ (verb [intransitive]) to understand
Time is short, so let’s pool our ideas and see what we can come how someone feels because you can imagine what it is like
up with. to be them: Don’t be tempted to force your advice on them.
recall /ˈriːkɔːl/ (noun [singular]) an occasion when a Instead, simply empathize.
company asks people to return a product because there is hypothetical /ˌhaɪpəˈθetɪk(ə)l/ (adjective) based on
something wrong with it: We are hard at work trying to find situations or events that seem possible rather than
the cause of the problems, and we are also implementing a on actual ones: Use counselling techniques like echoing,
total recall of our products. summarizing and asking hypothetical questions to help your
resist /rɪˈzɪst/ (verb [intransitive/transitive]) to stop colleague find their own solutions.
yourself from doing something that you would very much judgemental /ˌdʒʌdʒˈment(ə)l/ (adjective) too willing to
like to do: You should resist the temptation to run from a criticize other people’s actions and behaviour and say that
mountain lion. they are wrong: Don’t be judgemental. You should help them
sluggish /ˈslʌɡɪʃ/ (adjective) not performing or reacting not to feel guilty about the way they feel.
as well as usual: Although the market has been sluggish on track /ɒn ˈtræk/ (phrase) doing or saying things that are
in recent weeks, analysts are predicting an upturn in the likely to have a positive result: Working to lessen the effects
near future. of stress will help to keep the whole office on track.
squeeze out /skwiːz ˈaʊt/ (phrasal verb [transitive]) if one out of control /ˌaʊt əv kənˈtrəʊl/ (phrase) if something is
business or part of a system squeezes out another, the out of control, people are not able to limit it or make it
first one becomes so important or successful or takes up do what they want it to do: A quiet word with other people
so much time, that the other cannot succeed or continue who are a source of pressure can help overcome that ‘out of
to exist: We were doing well until a larger competitor cut control’ feeling.
their prices. In the end we were completely squeezed out of the perspective /pə(r)ˈspektɪv/ (noun [uncountable])
market. a sensible way of judging how good, bad or important
subliminal /sʌbˈlɪmɪn(ə)l/ (adjective) a subliminal something is in comparison with other things: Don’t
influence is one that may affect you even though you do minimize the problem, but try to help your colleague keep
not notice or think about it: A lot of scientists believe that things in perspective.
flashed messages and other kinds of subliminal advertising
really can work.

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stressed out /strest ˈaʊt/ (adjective) affected by stress:

Encourage your stressed out colleague to talk or even cry;
Unit 12 – Emailing
expressing their emotions will provide temporary relief. antitrust /ˌæntiˈtrʌst/ (adjective) intended to prevent
the tip of the iceberg /ðə ˌtɪp əv ði ˈaɪsˌbɜː(r)ɡ/ (phrase)
companies from controlling prices and reducing
a problem or difficult situation that shows that a much competition: Perhaps the most famous business emails in
more serious problem exists: Very often a minor annoyance history came to light during the Microsoft antitrust trials.
will prove to be the tip of a much bigger iceberg. as a matter of fact /æz ə ˌmætə(r) əv ˈfækt/ (phrase)
used when you are going to give more details about
something or when you are going to disagree with or
Scenario C – Pitch and correct what has just been said: A: You haven’t finished the

persuade
report yet, have you? B: As a matter of fact, I have.
at first glance /ət ˌfɜː(r)st ˈɡlɑːns/ (phrase) at the
consistency /kənˈsɪstənsi/ (noun [uncountable]) the ability moment when you first see something or find out about
to remain the same in behaviour, attitudes, or qualities: something, before you know more details: Well I haven’t
Consistency is an important quality when it comes to exerting had time to study them in detail, but at first glance, I’d say
influence. A logical sequence of arguments builds pressure these figures were quite encouraging.
to agree. be a pain /bi ə ˈpeɪn/ (phrase) to be annoying: Sorry to be a
donor /ˈdəʊnə(r)/ (noun [countable]) someone who gives pain, but I’m still waiting for the update. Can you let me know
things such as money or goods to an organization, especially how much longer it’s going to be?
one that helps people: Using social media is a good way to get BTW /bi ti ˈdʌb(ə)ljuː/ (abbreviation) by the way: used
your message across to potential donors. in emails and text messages for adding additional
elevator pitch /ˈeləveɪtə(r) ˌpɪtʃ/ (noun [countable]) information: Let’s meet in London next week. BTW, I need
a summary of a sales presentation that should take no you to look at the Singapore report.
longer then the time span of an elevator ride: An elevator corporate /ˈkɔː(r)p(ə)rət/ (adjective) relating to large
pitch isn’t the same thing as a presentation; you don’t have time companies, or to a particular large company: Forget about
for details. spelling, switch off your grammar-check, and you just might
funding /ˈfʌndɪŋ/ (noun [uncountable]) money that a email your way to the top of the corporate ladder.
government or organization provides for a specific purpose: dash off /dæʃ ˈɒf/ (phrasal verb [transitive]) to write or
In today’s difficult giving environment, the best place to look for draw something quickly because you are in a hurry: I’m so
funding is with your current donors. busy, I only have a few minutes each day to dash off emails.
jargon /ˈdʒɑː(r)ɡən/ (noun [uncountable]) special words and discipline /ˈdɪsəplɪn/ (verb [transitive]) to punish someone
phrases that are only understood by people who do the same for something they have done wrong: Disciplining your
kind of work: Never use jargon that nobody else can understand staff electronically isn’t always a good idea. Your criticisms
in a presentation. Always try to keep it clear and simple. may find their way onto the web – for all the world to see.
leverage /ˈliːvərɪdʒ/ (verb [transitive]) the power to make emoticon /ɪˈməʊtɪkɒn/ (noun [countable]) a symbol
someone do what you want: Invite your donors to leverage that you type in an email or text message to show how
their willingness to promote your cause by recruiting new you feel. For example the emoticon :-) means happy or
supporters from their own circles of friends. friendly: An overuse of smileys or other elaborate emoticons
mailshot /ˈmeɪlˌʃɒt/ (noun [countable]) a letter or further undermines professionalism and guarantees you won’t
advertisement sent to many people at the same time: Forget be taken seriously.
about mass mailshots and advertising campaigns; new donors face-to-face /ˌfeɪs tə ˈfeɪs/ (adjective) involving two
are no longer recruited in batches. people who are together in the same place: I spend a lot
multiply /ˈmʌltɪplaɪ/ (verb [intransitive]) to increase by a of time in face-to-face meetings, so I don’t spend much time
large amount: When you build high quality relationships with writing emails.
your followers, your donor circles can multiply indefinitely. forward /ˈfɔː(r)wə(r)d/ (verb [transitive]) to send a letter,
reciprocity /ˌresɪˈprɒsəti/ (noun [uncountable]) a situation parcel or email that has been sent to your address to
in which you do the same thing for someone that they have someone else at another address: Anyone who has a
done for you: Reciprocity is an important principle of influence: habit of forwarding jokes or sending animated electronic
if you give something first, then people are more likely to return greetings cards is destined never to reach the level of senior
the favour. management.
scarcity /ˈskeə(r)səti/ (noun [uncountable]) a situation in FYI /ef waɪ aɪ/ (abbreviation) for your information: used in
which the supply of something is not enough for the people emails and text messages as a way of introducing a useful
who want it or need it: The scarcity of something can make piece of information: FYI, I don’t know if anyone has spoken
it appear even more attractive. People more often buy into to you about it yet, but I’m probably going to be coming to
something if they think they won’t get another chance. Copenhagen with you.
specific /spəˈsɪfɪk/ (adjective) involving or relating to only high-profile /ˌhaɪ ˈprəʊfaɪl/ (adjective) often seen in public,
one particular thing or type of thing: I think it helps to be mentioned in newspapers or appearing on television: He’s
specific about what you want to achieve so that everyone knows a high-profile businessman who gets a lot of media attention.
exactly what they are aiming for.

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leak /liːk/ (verb [transitive]) to tell private or secret cash flow /ˈkæʃ ˌfləʊ/ (noun [uncountable]) the rate at
information to journalists or to the public: One of the which a business takes in money through sales and pays
emails was offering advice to the UK on how to prevent secrets it out for the things it needs to continue operating:
from being leaked. The sooner we get paid, the sooner our cash flow situation
lethal /ˈliːθl/ (adjective) very dangerous, successful or will improve.
effective: The virus is so lethal that it has so far infected 45 centralize /ˈsentrəlaɪz/ (verb [transitive]) to give control of
million PCs. a country, organization or industry to one central group
mad /mæd/ (adjective) angry: Rule number one: never send of people: We’re losing control of the company. So what’s the
an email when you’re mad. answer? Clearly, the answer is to centralize.
neglect /nɪˈɡlekt/ (verb [transitive]) to fail to do exhaustive /ɪɡˈzɔːstɪv/ (adjective) thorough or complete:
something that you should do: Forty percent of workers Only after exhaustive tests will we be able to launch.
moved on to completely new tasks after being interrupted, fruition /fruːˈɪʃ(ə)n/ (noun [uncountable]) the result that
neglecting to finish the task they had started. you wanted to achieve from a plan or idea: After years of
off the top of your head /ˌɒf ðə ˌtɒp əv jə(r) ˈhed/ work, our plans are finally coming to fruition.
(phrase) immediately and without thinking very much: go nowhere /ˌɡəʊ ˈnəʊweə(r)/ (phrase) to fail to achieve
Off the top of my head, I’d say we have about 2,000 people something, or to fail to be successful: Three years ago this
working for us. company was going nowhere; today it’s number one in the
office politics /ˌɒfɪs ˈpɒlətɪks/ (noun [uncountable]) industry.
the activities involved in getting power in an office or green /ɡriːn/ (adjective) used about people or
work environment: Anyone who uses the ‘blank carbon copy’ organizations who care about the environment: We need
to secretly involve the boss in emails to colleagues is a poor to make this company greener. I think we could do a lot more
player of office politics. recycling for a start.
on reflection /ɒn rɪˈflekʃ(ə)n/ (phrase) used after thinking heated /ˈhiːtɪd/ (adjective) a heated discussion or
about something carefully: On reflection, I think we’d better argument is one in which people get angry and excited:
look at this whole budget again. What started off as a friendly chat, turned into a heated
outburst /ˈaʊtˌbɜː(r)st/ (noun [countable]) a sudden debate about the state of the economy. We were both quite
spoken expression of a strong feeling, especially anger: angry by the end.
A survey by Mori reveals that three quarters of computer immigration /ˌɪmɪˈɡreɪʃ(ə)n/ (noun [uncountable])
users shout and swear at their machines. Such outbursts can the process in which people enter a country in order to
cost companies a lot of money in lost earnings. live there permanently: The government is thinking about
respect /rɪˈspekt/ (noun [countable]) an aspect of relaxing rules on immigration for skilled workers.
something: In some respects, he’s a very good businessman, infrastructure /ˈɪnfrəˌstrʌktʃə(r)/ (noun [countable/
but I’m not sure he’s got the qualities we need for this project. uncountable]) the set of systems within a place or
subject line /ˈsʌbdʒɪkt ˌlaɪn/ (noun [countable]) the place organization that affect how well it operates, for example
in an email where you can type what the email is about: the telephone and transport systems in a country: One of
The subject line was intriguing. It said ‘I love you.’ Those who the key features of a country is its infrastructure, such as its
opened the message unleashed a computer virus now known power supply and its education, health and transport systems.
as the Love Bug. mother tongue /ˌmʌðə(r) ˈtʌŋ/ (noun [countable])
think twice /ˌθɪŋk ˈtwaɪs/ (phrase) to carefully consider the main language that you learn as a child: Michel’s
whether what you are planning to do is a good idea: With English is so good you could almost believe it was his
email, honesty is not always the best policy. And if you must mother tongue.
tell the truth, think twice before clicking that send button. move the goalposts /ˌmuːv ðə ˈɡəʊlˌpəʊsts/ (phrase)
up to a point /ˌʌp tʊ ə ˈpɔɪnt/ (phrase) to some degree to change the rules and make it difficult for people to
but not completely: Up to a point, I think it’s an interesting achieve something or to know what to do: We don’t know
proposal. But I’m afraid I can’t give you the go ahead this time. what our objectives are supposed to be because they keep
wane /weɪn/ (verb [intransitive]) if a feeling or power moving the goalposts.
wanes, it becomes weaker or less important: Signs are that odds /ɒdz/ (noun [plural]) the chances of something
the first rush of enthusiasm for email may be waning. happening: The odds are against us, but there’s still a chance
we can succeed.
penal system /ˈpiːn(ə)l ˌsɪstəm/ (noun [countable])
Unit 13 – Making an impact a system of laws dealing with the punishment of crimes:
attack /əˈtæk/ (noun [countable/uncountable]) strong Crime rates have gone down ever since the government
criticism: We came under attack from the marketing team. started to increase its funding of the penal system.
They didn’t like our proposal at all. policy /ˈpɒləsi/ (noun [countable]) a set of plans or actions
ballpark /ˈbɔːlˌpɑː(r)k/ (adjective) used for talking about agreed on by a government, political party, business or
amounts that have not been calculated exactly: I don’t other group: It might be difficult to export to that particular
need detailed costs. Just give me a ballpark figure so I can country. I know they have very strict overseas trading policies.
have a rough idea of how much we will be spending.

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pour into /pɔː(r) ˈɪntə/ (phrasal verb [transitive]) to give belong /bɪˈlɒŋ/ (verb [intransitive]) to feel happy and
a lot of effort, money or help to someone or something: comfortable in a particular place or with a particular
They’re pouring millions of dollars into Research and group of people: Always bring a book as protection against
Development. strangers. Magazines don’t last and newspapers from
put up a fight /pʊt ˌʌp ə ˈfaɪt/ (phrase) to try in a elsewhere remind you that you don’t belong.
determined way to achieve something even though you bother /ˈbɒðə(r)/ (verb [transitive]) to annoy someone
may not succeed: He didn’t put up much of a fight. In fact, by interrupting them when they are busy or want to
he just seemed to give up completely. be left alone: Sorry about my kids. Let me know if they’re
recovery /rɪˈkʌv(ə)ri/ (noun [uncountable]) the process bothering you.
of returning to normal activity after a period of slow breathtakingly /ˈbreθˌteɪkɪŋli/ (adverb) extremely
activity: It looks as though the worst is now over and we are impressively: The view from the top floor was breathtakingly
beginning to see signs of an economic recovery. beautiful. I don’t think I’ll ever forget it.
seize /siːz/ (verb [transitive]) to gain control in a situation: charger /ˈtʃɑː(r)dʒə(r)/ (noun [countable]) a piece of
If we don’t seize this opportunity, someone else will. equipment used for providing a battery with electricity:
stakes /steɪks/ (noun [plural]) the things that you can I forgot to take my charger, so I couldn’t use my laptop the
gain or lose by taking a risk, for example in business or whole time I was there.
politics: The stakes are high – we’re risking the future of this cocoon /kəˈkuːn/ (noun [countable]) something that keeps
company. you safe, but may stop you from learning to deal with
stick to your guns /ˌstɪk tə jə(r) ˈɡʌnz/ (phrase) to refuse problems: Going with The Accidental Tourist is like going
to change what you are saying or doing despite the in a cocoon.
opposition or criticism of other people: She stuck to her downright /ˈdaʊnˌraɪt/ (adverb) completely or extremely:
guns, and, as a result, she got exactly what she wanted. used for emphasizing how bad someone or something is:
takeover /ˈteɪkˌəʊvə(r)/ (noun [countable/uncountable]) I didn’t like the restaurant at all. The way the waiter spoke to
a situation in which one company takes control of another me was downright rude.
company by buying a majority of its shares: Right now the exaggerate /ɪɡˈzædʒəreɪt/ (verb [intransitive/transitive])
company is at risk of a takeover by one its larger competitors. to describe something in a way that makes it seem
trickle /ˈtrɪk(ə)l/ (verb [intransitive]) if people or things better, worse, larger or more important than it really is:
trickle in or out, a few of them arrive or leave: A small He claimed that the whole hotel was made of ice, but I think
amount of cash has started trickling in, but it’s not enough. he must have been exaggerating.
trivia /ˈtrɪviə/ (noun [uncountable]) unimportant details fiendishly /ˈfiːndɪʃli/ (adverb) used for emphasizing what
or information: You waste a wonderful opportunity if you you are saying, especially how difficult, evil or clever
resort to trivia like: ‘Good evening, ladies and gentlemen, ...’ something is: I don’t understand this kind of technology
victory /ˈvɪkt(ə)ri/ (noun [countable/uncountable]) the at all. I think you need to be fiendishly clever to operate
fact of winning a competition or battle, or an occasion machines like this.
when someone wins: With these sales figures, I think we’ve filthy /ˈfɪlθi/ (adjective) very dirty: I definitely wouldn’t
scored a victory over the other sales teams. recommend that hotel. The rooms were absolutely filthy!
vital /ˈvaɪt(ə)l/ (adjective) very important, necessary or furious /ˈfjʊəriəs/ (adjective) extremely angry: Nobody
essential: The opener of any presentation is the vital moment volunteered to help John. If that was me, I would have been
when you gain people’s close attention. utterly furious.
gorgeous /ˈɡɔː(r)dʒəs/ (adjective) very beautiful:
Her apartment was absolutely gorgeous. I’d love to live
Unit 14 – Out and about somewhere like that.
adaptor /əˈdæptə(r)/ (noun [countable]) an object that hilarious /hɪˈleəriəs/ (adjective) extremely funny: The whole
allows you to use electrical equipment in countries where thing was absolutely hilarious! I’ve never laughed so much in
there is a different type of electricity supply from your my life.
own: Don’t forget to take an adaptor with you when you hysterically /hɪˈsterɪkli/ (adverb) extremely funnily:
travel on business. The presentation was hysterically amusing. The speaker made
ancient /ˈeɪnʃ(ə)nt/ (adjective) very old: The PCs they were everyone in the audience laugh a lot.
using were absolutely ancient! I hadn’t seen that kind of inedible /ɪnˈedəb(ə)l/ (adjective) too unpleasant or
equipment in years. poisonous to eat: That is definitely one of the worst meals
antisocial /ˌæntiˈsəʊʃ(ə)l/ (adjective) not interested I have ever had in my life. The food was inedible.
in meeting other people, or not enjoying friendly miserable /ˈmɪz(ə)rəb(ə)l/ (adjective) extremely unhappy
relationships with them: He can be pretty antisocial at or uncomfortable: The hotel was nice, which was lucky
times. We always invite him to come out with us, and he because the weather was miserable. We stayed indoors the
always says no. whole time we were there.
astonished /əˈstɒnɪʃt/ (adjective) very surprised about overestimate /ˌəʊvərˈestɪˌmeɪt/ (verb [transitive]) to make
something that you did not expect: And then he stood up a mistake by guessing an amount or number that is too
in front of everybody and announced his resignation. We were high: It is a common mistake to overestimate one’s potential
all utterly astonished. free time and consequently overpack.

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paranoid /ˈpærˌənɔɪd/ (adjective) worrying that people subordinate /səˈbɔː(r)dɪnət/ (noun [countable]) someone
do not like you and are trying to harm you, although you who has less power or authority than someone else:
have no proof of this: It may be that I’m being paranoid, but Be careful how you treat your subordinates. One of them may
I’m sure that woman is watching me. well end up being your boss.
prohibitively /prəʊˈhɪbɪtɪvli/ (adverb) in a way that is timeframe /ˈtaɪmfreɪm/ (noun [countable]) the period of
limiting or preventing something from being done: time during which something happens or must happen:
I wanted to buy something nice, but the prices in all of the Make sure the timeframe is realistic; avoid the temptation to
stores were prohibitively expensive. In the end I came home ‘move the goalposts’ at a later date.
with nothing.
sarcastic /sɑː(r)ˈkæstɪk/ (adjective) using sarcasm to upset
someone or to show anger: He thinks he’s funny, but I think Scenario D – Change
he’s just being sarcastic. champion
tribunal /traɪˈbjuːn(ə)l/ (noun [countable]) a special law
congratulate /kənˈɡrætʃʊleɪt/ (verb [transitive]) to tell
court organized to judge a particular case: He won back
someone that you are pleased about their success, good
his job after an industrial tribunal ruled that he had been
luck or happiness on a special occasion: It’s important
unfairly dismissed.
to congratulate your staff on their achievements in order to
witty /ˈwɪti/ (adjective) clever and funny: Sarah’s very witty. reinforce good habits.
She told some very funny jokes at dinner last night.
exceed /ɪkˈsiːd/ (verb [transitive]) to go above an official
limit: Hotel accommodation should no longer exceed a three
Unit 15 – Delegation star rating or local equivalent.
feasible /ˈfiːzəb(ə)l/ (adjective) possible or likely to
assign /əˈsaɪn/ (verb [transitive]) to give someone a job to
succeed: I think this change sounds like it might be a good
do: When assigning tasks to your staff, always give them a
idea, but I’m not yet convinced that it’s actually feasible.
clear action plan.
Are we really sure we can do this?
associate /əˈsəʊsiət/ (noun [countable]) someone you
implement /ˈɪmplɪˌment/ (verb [transitive]) to make
work with, especially in business: Your associates will need
something such as an idea, plan, system or law start to
to know exactly how much time is available in order to plan
work and be used: I know I can count on you all to make sure
their work and deliver on time.
these changes are implemented as smoothly as possible.
autonomy /ɔːˈtɒnəmi/ (noun [uncountable]) the power to
in preference to /ɪn ˈpref(ə)rəns tə/ (phrase) instead of
make your own decisions: He’s still very new to this kind of
someone or something else that you like or want less:
work, so we don’t give him a great deal of autonomy.
Staff are also reminded to use public transport in preference
guidance /ˈɡaɪd(ə)ns/ (noun [uncountable]) advice about to taxis whenever possible.
what you should do or how you should behave: Give your
in your interest /ˌɪn jə(r) ˈɪntrəst/ (phrase) an advantage
co-workers clear guidance as to what tools they can use, and
or benefit to someone or something: If you want people to
how to use them.
accept changes like these, you need to show them why it will
in the dark /ɪn ðə ˈdɑː(r)k/ (phrase) not knowing very be in their interest to do so.
much about something, because other people are keeping
incentive /ɪnˈsentɪv/ (noun [countable/uncountable])
it secret from you: Make sure your people know exactly what
something that makes you want to do something or to
they’re supposed to achieve. Nobody likes working in the dark!
work harder, because you know that you will benefit by
motivation /ˌməʊtɪˈveɪʃ(ə)n/ (noun [uncountable]) doing this: It’s a big change and they won’t like it at first, so
a feeling of enthusiasm or interest that makes you we’ll have to give them a decent incentive to start the process.
determined to do something: Nothing damages a
justification /ˌdʒʌstɪfɪˈkeɪʃ(ə)n/ (noun [countable/
colleague’s motivation more than knowing it makes no
uncountable]) a reason why something is correct and
difference whether they do a job well, badly or not at all.
morally right: If you ask me, all of these changes are
peer /pɪə(r)/ (noun [countable]) someone who belongs to completely pointless. There’s no justification for them at all.
the same social or professional group as another person:
key /kiː/ (adjective) very important: We need to identify
It’s important that you get on well with your peers and show
and train the key people who will be able to implement
them as much respect as you would your superiors.
these changes.
staffer /ˈstɑːfə(r)/ (noun [countable]) a member of the
on your side /ˌɒn jə(r) ˈsaɪd/ (phrase) if someone is on
staff of an organization, for example, a newspaper:
your side, they are supporting you, or remaining loyal to
Explain clearly how you would like the job done, or, if you are
you: If you get enough people on your side, you will be able to
leaving the choice to one of your staffers, what options are
get what you want.
available.
reimburse /ˌriːɪmˈbɜː(r)s/ (verb [transitive]) to give
someone the same amount of money that they have
spent, for example on something connected with their
work: Please note that from now on only economy class travel
will be reimbursed.

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 UPPER intermediate

Unit 16 – Teleconferencing in reserve /ɪn rɪˈzɜː(r)v/ (phrase) available to be used:

Don’t we keep any stock in reserve for this kind of thing?
assembly line /əˈsembli ˌlaɪn/ (noun [countable]) a system interact /ˌɪntərˈækt/ (verb [transitive]) if two or more
for making products in a factory in which each worker people interact, or if one person interacts with another,
or machine is responsible for adding or checking a they communicate with one another and react to one
particular part: If it were up to me, everyone who works for another, often while performing an activity together:
this company would spend some time working on the assembly Much of business is still based on the quality of your
line. I want everyone to know exactly how our products relationships with the people with whom you interact
are made. most often.
back up /bæk ˈʌp/ (phrasal verb [intransitive/transitive]) monitor /ˈmɒnɪtə(r)/ (verb [transitive]) to regularly check
if traffic backs up, or if it is backed up, the vehicles are something or watch someone in order to find out what is
in a long line and waiting to continue moving: We’ll have happening: An appraisal interview is one way of monitoring
container lorries backed up from Hamburg to Lübeck. employee performance and personal development.
backlog /ˈbækˌlɒɡ/ (noun [singular]) an amount of work overstretched /ˌəʊvə(r)ˈstretʃt/ (adjective) without
or other things that you should already have done or dealt enough money, people, etc to operate effectively:
with: We’re in a bit of a panic at the moment. We’ve got a Transferring stock from another plant will take too long.
backlog of orders and very little time to do something about it. And, besides, we’re overstretched as it is.
blue-chip /ˈbluːˌtʃɪp/ (adjective) used for a company or personalized /ˈpɜː(r)s(ə)nəlaɪzd/ (adjective) made or
investment that makes a lot of money and is safe to invest changed in order to be especially suitable for a particular
in: The RJK Group is one of the world’s leading advertising person: Rather than just speaking to your clients on the
agencies with an impressive list of blue-chip clients. phone or by email, videoconferencing allows you to have a
bottleneck /ˈbɒt(ə)lˌnek/ (noun [countable]) a specific more personalized relationship.
problem in part of a process, that causes delays to the prospect /ˈprɒspekt/ (noun [countable/uncountable])
whole process: After we re-opened the plant there was a the possibility that something will happen, especially
production bottleneck, with so many orders being processed something good: For hardworking and ambitious young
at the same time. managers there are excellent promotion prospects.
commercial /kəˈmɜː(r)ʃ(ə)l/ (noun [countable]) quality control /ˈkwɒləti kənˌtrəʊl/ (noun [uncountable])
an advertisement on television or radio: At the moment, the regular tests that are done in a factory to make sure
RJK’s top creatives are on location filming a commercial for that its products are good enough to sell: We have very
a shower gel. strict quality control to make sure that every thing is as it
continuity /ˌkɒntɪˈnjuːəti/ (noun [countable]) a situation should be.
in which something happens or exists for a long time raw materials /ˌrɔː məˈtɪəriəlz/ (noun [plural]) substances
without stopping or changing: You need to plan ahead to such as coal or iron that are in their natural state before
respond rapidly to unexpected issues that affect business being changed by chemical processes: We’ll need to increase
continuity. our supply of raw materials if we’re going to be able to meet
edge /edʒ/ (noun [singular]) an advantage that makes this order.
someone or something more successful than other people real-time /ˈrɪəltaɪm/ (adjective) happening in the present
or things: You need to continuously innovate and transform moment: Videoconferencing allows for real-time, face-to-face
your business model to maintain the competitive edge. communication.
eliminate /ɪˈlɪmɪneɪt/ (verb [transitive]) to get regulation /ˌreɡjʊˈleɪʃ(ə)n/ (noun [countable]) an official
rid of something that is not wanted or needed: rule that controls the way that things are done: Our safety
Videoconferencing is never going to eliminate the need for at regulations are there to make sure that accidents don’t happen.
least one face-to-face meeting.
rescue /ˈreskjuː/ (noun [countable/uncountable]) an act of
fringe benefit /ˈfrɪndʒ ˌbenɪfɪts/ (noun [countable]) saving someone or something from danger, failure or an
something that you get in addition to your salary, for unpleasant situation: There’ll be time for proper analysis of
example, a car: Fringe benefits include health insurance, what went wrong later. Right now we need a rescue plan.
a company car and contributory pension plan.
shut down /ʃʌt ˈdaʊn/ (phrasal verb [intransitive/
go up /ɡəʊ ˈʌp/ (phrasal verb [intransitive]) to start transitive]) if a shop, school, factory or business shuts
burning quickly or explode: There’s nothing we can do but down, or if someone shuts it down, it closes: There’s been
stop all production straightaway. Otherwise, the whole plant a big problem with the Hamburg plant. We’re going to have to
could go up! shut it down immediately.
hazard /ˈhæzə(r)d/ (noun [countable]) something that supply chain /səˈplaɪ ˌtʃeɪn/ (noun [countable]) a series of
could be dangerous or could cause damage or accidents: processes involved in supplying a product to someone:
Unless we completely re-design the production process, I think I want us to simplify the supply chain. At the moment,
this facility will continue to be a safety hazard. it’s taking us too long to get our products to the customers.
hemisphere /ˈhemɪˌsfɪə(r)/ (noun [countable]) one half
of the Earth, divided between north and south by the
equator: With videoconferencing, it’s possible to collaborate
with colleagues, even if they’re in opposite hemispheres.

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 UPPER intermediate

Unit 17 – Negotiating deals liable /ˈlaɪəb(ə)l/ (adjective) if someone is liable to do

something, they are likely to do it: Faced with prolonged
blockbuster /ˈblɒkˌbʌstə(r)/ (noun [countable]) something and uncomfortable silences, your opponent is liable to make
that is very successful, especially a film, show or novel: another concession.
The Rolling Stones have never produced a real blockbuster on long-term /ˈlɒŋˌtɜː(r)m/ (adjective) continuing to exist,
the scale of Fleetwood Mac’s Rumours or Pink Floyd’s Dark be relevant, or have an effect for a long time in the future:
Side of the Moon. This is a long-term relationship that we want to maintain
breakthrough /ˈbreɪkθruː/ (noun [countable]) a discovery so we may have to reach some kind of compromise.
or achievement that comes after a lot of hard work: manoeuvre /məˈnuːvə(r)/ (verb [intransitive/transitive])
After hours of negotiations, there was finally a breakthrough to move someone or something in a situation that needs
and they reached an agreement that they were both care or skill: With regards to the terms of payment, I think
comfortable with. there might be some room to manoeuvre there. I’d have to check.
concession /kənˈseʃ(ə)n/ (noun [countable]) something
movement /ˈmuːvmənt/ (noun [uncountable]) a change
you give or allow to someone in order to reach an that leads towards improving a situation or solving a
agreement: In a negotiation, you’re there to explore both problem: What we’d really like to see is a bit more movement
sides’ interests, generate options and trade concessions. on price.
deadlock /ˈdedˌlɒk/ (noun [uncountable]) a situation in
off limits /ˈɒf ˌlɪmɪts/ (phrase) not allowed or approved of:
which neither person or group involved in a disagreement I can negotiate with you on a number of things, but please
is willing to change their opinions or position: remember that the basic price per unit is strictly off limits.
The negotiation began to look as if it would end in deadlock,
one-off /ˈwʌnɒf/ (adjective) happening, done or made only
and both parties became increasingly desperate to reach
once: You’d be surprised how many business negotiations are
a solution.
basically one-off deals.
documentation /ˌdɒkjʊmenˈteɪʃ(ə)n/ (noun
opponent /əˈpəʊnənt/ (noun [countable]) someone who is
[uncountable]) documents used for proving that
competing against you: In the first negotiation you probably
something is true: We’ll handle the shipping charges,
didn’t think much about your opponent’s interests.
insurance and all the necessary documentation to save you
doing the paperwork yourself. packaging /ˈpækɪdʒɪŋ/ (noun [uncountable]) the boxes,
bottles or plastic used for wrapping products so that they
exchange rate /ɪksˈtʃeɪndʒ ˌreɪt/ (noun [countable])
can be sold: We normally use styrofoam containers for our
the value of the money of one country when you change
packaging.
it into the money of another country: We will cover any
fluctuations in the exchange rate between the dollar and pause /pɔːz/ (verb [intransitive]) to stop moving or stop
the euro. what you are doing for a short time before starting again:
You always know who’s going to win a negotiation – it’s he
good cop, bad cop /ˌɡʊd kɒp ˈbæd kɒp/ (phrase) if two
who pauses the longest.
people play good cop/bad cop with someone, one is
friendly while the other behaves in a threatening way in pre-empt /priːˈempt/ (verb [transitive]) to do or say
order to make the person trust the ‘good cop’ and tell something that stops someone else’s plan or action:
them the information they want to know: It was a tough In order to win at all costs, he became hostile and tried to
negotiation. I was up against two of them, and they seemed pre-empt negotiation altogether.
to be playing a kind of good cop, bad cop routine. One of them problem-solving /ˈprɒbləm ˌsɒlvɪŋ/ (noun [uncountable])
was easygoing and the other was really aggressive. the process of finding solutions to problems: It started
gross /ɡrəʊs/ (adjective) a gross amount of money is as a tense negotiation, but it ended up being a very useful
the total amount before taxes or costs have been taken problem-solving exercise.
out: The band has generated more than $1.5 billion in gross royalties /ˈrɔɪəltiz/ (noun [plural]) a payment that
revenues since 1989. someone such as a writer or musician gets each time their
guarantee /ˌɡærənˈtiː/ (noun [countable]) an agreement work is sold or performed: Each time their songs get played
that if something that you buy does not work, it will be on the radio, the songwriters receive 50% of the royalties.
repaired or replaced or you can have your money back: till the cows come home /tɪl ðə ˈkaʊz kʌm ˌhəʊm/
All of our products come with a three-year guarantee. (phrase) for a very long time: Both sides end up arguing the
head-on /ˈhed ɒn/ (adjective) a head-on crash is one in whys and wherefores. They can talk till the cows come home,
which two vehicles travelling in opposite directions hit but it’s a waste of time.
each other: Neither side was willing to back down, and it win-win /ˌwɪnˈwɪn/ (adjective) a win-win situation is one
turned into a head-on conflict. in which everyone benefits: I hope we can end up with a
in principle /ɪn ˈprɪnsəp(ə)l/ (phrase) used for saying that win-win situation, where we both get what we want.
something is possible in theory, although it has not yet zero-sum game /ˈzɪərəʊ sʌm ˌɡeɪm/ (noun [singular])
been tried: I know you don’t want to talk about prices yet, a situation in which one person can win only what
but in principle, you’re happy talking about forty cases, right? another person loses: This makes it a simple zero-sum game
income stream /ˈɪnkʌm striːm/ (noun [countable]) the – if I get what I want, you don’t, and vice versa.
money that an organization gets from a particular
activity: Whilst concerts make the most money, music rights
provide the steadiest income stream.

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 UPPER intermediate

Unit 18 – Mediation cooperation /kəʊˌɒpəˈreɪʃ(ə)n/ (noun [uncountable])

a situation in which people or organizations work
a recipe for disaster /ə ˌresəpi fə(r) dɪˈzɑːstə(r)/ (phrase) together to achieve a result that will benefit all of them:
to make it extremely likely that something bad will I look forward to our continued cooperation on this project.
happen: If two team members have very different goals, then It has been a pleasure to have worked so closely with you
asking them to work closely together is a recipe for disaster. so far.
at each other’s throats /æt iːtʃ ˌʌðə(r)z ˈθrəʊts/ (phrase) ground rules /ˈɡraʊnd ˌruːlz/ (noun [plural]) the basic
if two people are at each other’s throats, they are arguing rules or principles that govern the way that something
in an angry way: Two members of the team were at each is done: Before we begin this discussion, I’d like to set a few
other’s throats over the shared office space. ground rules. First of all: no interrupting.
confidential /ˌkɒnfɪˈdenʃ(ə)l/ (adjective) showing that inconclusive /ˌɪnkənˈkluːsɪv/ (adjective) not producing
what you are going to say must be kept secret: Everything a definite result or complete proof of something: We
you say is totally confidential. I won’t tell anyone. discussed the matter for a long time, but in the end the
conflicting /ˌkənˈflɪktɪŋ/ (adjective) describes two or more meeting was inconclusive. We didn’t come to any firm
things that cannot all be right or cannot all happen at the decisions.
same time: Conflicting ways of working can result in a lot of leave aside /liːv əˈsaɪd/ (phrasal verb [transitive]) to not
uneasiness between staff members. consider something because you want to consider
ethically /ˈeθɪkli/ (adverb) doing something you consider something else instead: Let’s leave this issue aside for a
morally right: What do you do when your boss asks you to do moment and talk about something else, shall we?
something that you disapprove of ethically? passive /ˈpæsɪv/ (adjective) accepting what happens
friction /ˈfrɪkʃ(ə)n/ (noun [uncountable]) disagreement: without trying to control or change events or to react to
Whenever team members have different needs and priorities, things: It’s good to listen to what everyone else has to say,
there is the potential for friction. but don’t be too passive. Make sure your opinion is heard.
hassle /ˈhæs(ə)l/ (noun [countable/uncountable]) sponsor /ˈspɒnsə(r)/ (verb [transitive]) to give money in
a situation that causes problems for you or that annoys order to help someone who lives in another country:
you very much: I arrived at the office hoping for a hassle-free He agreed to sponsor three African students on water
day, but unfortunately that isn’t what I got. resources engineering courses at universities in the UK.
impartial /ɪmˈpɑː(r)ʃ(ə)l/ (adjective) not connected to or urge /ɜː(r)dʒ/ (verb [transitive]) to advise someone very
influenced by one particular person or group: First of all, strongly about what action or attitude they should take:
I’m completely impartial in all this, so you can trust me to I urge you to invest in this project. I really think it has a lot
be fair. of potential.
inconsistent /ˌɪnkənˈsɪstənt/ (adjective) not always veto /ˈviːtəʊ/ (noun [countable]) an official refusal to
behaving in the same way or producing the same results: approve or allow something: I know Sally has a veto on this,
Whenever a company policy is changed without warning, so we will need to work hard to convince her not to use it.
or is inconsistent, there will be negative reactions.
slash /slæʃ/ (verb [transitive]) to reduce something
by a large amount: Things have been difficult since the
department’s budget was slashed.
to top it all /tə ˈtɒp ɪt ˌɔːl/ (phrase) in addition to
everything else that was said or done: Three of our key
team members are leaving and, to top it all, my assistant has
just handed in a transfer request.

Scenario E – Moral quarrel

aggressive /əˈɡresɪv/ (adjective) behaving in an angry or
rude way that shows you want to fight, attack or argue
with someone: We don’t tolerate aggressive behaviour such
as shouting and making threats.
assertive /əˈsɜː(r)tɪv/ (adjective) behaving in a confident
way in which you are quick to express your opinions
and feelings: He has a good way of dealing with things.
He’s assertive, but he doesn’t force his views on other people.
concrete /ˈkɒŋkriːt/ (adjective) based on facts and
information: For this kind of presentation, you need to give
concrete examples, not broad generalizations.

In Company 3.0 Upper Intermediate © Macmillan Publishers Limited 2014 GLOSSARY 17